Branch Support

City National Bank & Trust•Lawton, OK

About The Position

The Branch Support Representative focuses primarily on incoming calls from branch personnel regarding assistance with operational procedures, as well as their assigned administrative duties. Branch Support typically works with elevated customer care situations in assisting our valued bank customers with their concerns.

Requirements

Demonstrated problem solving and conflict resolution skills.
Flexible in scheduling in order to meet business needs.
Ability to balance business and customer considerations.
Strong interpersonal skills and ability to work alone and with others in a team environment. Exhibit exceptional oral and written communication skills.
Possess attention to detail with thorough follow-up when necessary.
Must have a strong work ethic with the ability and desire to meet goals.
Professional and adaptable to change. Must have the ability to multi-task (ex: answer calls, perform overrides, work on service events, etc.)
Demonstrated positive attitude and willingness to help others.
Excellent computer skills with the ability to learn/use various software applications, ex: AS400, BomGard (remote access) EVision, FoxTrot, PSS (camera monitoring), Streamline, Synapsys, Synergy, CityNET Q2, Vertex, Fiserv,
Must be able to work available hours from M-F, 9AM – 7PM and Saturday’s 9-4.
High School Diploma. Some college preferred.
At least one year of previous banking customer service or equivalent customer service experience; previous experience in bank branch highly preferred.

Nice To Haves

Sales experience a plus.

Responsibilities

Answer calls from branch personnel with proficient communication skills
Teach & enable branch callers to locate available information for future reference by using the City SOURCE Portal, Training documents and Departmental “How To” documents.
Deliver problem solving skills with the ability to think quickly and efficiently when assisting callers.
Maintain standards, adhere to bank policies, procedures, regulations and confidentiality guidelines.
Demonstrate confidence in dealing with peers and a strong work ethic and high integrity.
Maintain the ability to work effectively under pressure during times of high call volume or when assisting elevated customer care situations.
Work with Synapsys events, camera monitoring, perform overrides, etc.
Demonstrate exceptional customer service skills to resolve internal and external customer issues promptly and effectively.
Achieve and maintain all Call Center goal metrics.
Work effectively under pressure during times of high call volume or when assisting escalated customer situations.